Customer Relations Supervisor - AF Motors HO

Job description / Role

Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.

Today, Al-Futtaim Motors is synonymous with Toyota and Lexus, which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota, we also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries and many more.

Job Title: Customer Relations Supervisor
Reports to: Call Centre Manager / Customer Care Manager
Direct Reports: Yes
Department: Customer Services Operations
Location: CR department

Job Purpose:
To provide full support to Al Futtaim Motors customers and the customer relations team in the following:
1) Responsible for the smooth running of daily activities of the call center.
2) Accountable for monitoring the team KPIs and making sure they are met. Coaching and mentoring associates who are not able to meet their targets.
3) Handling the escalated complaints from team - medium - call, walk-in, email, fax etc
4) Swift and sure handling of customer complaints in conjunction with the customer case managers
5) Maintaining the highest standards of call centre processes and protocols in line with TMC and international best practise (answer rate, abandon rates, speed of call resolution etc)
6) Monitor closure and follow up of all cases received either through first handling closure (inquiries) or through communication with customer case managers and the businesses.
7) Extract, prepare and report on call lists for different service, retail and marketing activities.
8) Creating corporate trust based on integrity and fair handling of all enquiries and complaints
9) Providing relevant information in reports to the Call Centre Manager

Description:
* Monitor handling in-bound and out-bound calls for customer complaints and outbound call lists follow up
* Monitor and assist in complaint resolution and coordination with customer care managers for more difficult complaint resolution 

Job Context:
The department acts as the focal point to continuously promote the concept of CS among staff and upgrade the level of services offered by the Company. A close liaison is maintained between all departments and all personnel are involved in the process to create a Quality Service Culture. A close watch is kept on the services of the competitors and the company is kept ahead of the market. Every tool of communication is used to promote company's competitive edge in its services. The Department lays down the basis for improving the quality of customer service in all departments, and creating customer loyalty - essential for the medium to long term success of the business.

Requirements

Minimum Qualifications and Knowledge: Bachelor or Diploma graduate, basic technical understanding of automobiles. Knowledge of SAP and CRM is an advantage.

Minimum Experience: 2 - 3 years relevant experience (customer service supervisor in a call center in automotive, banking, finance, or technical experience with customer facing role in automotive industry)

Job-Specific Skills: Fluency in English and Arabic is a MUST, another language skill (Urdu, Hindi, Tagalog, Farsi etc) is an advantage. Technical knowledge of automobiles, negotiation and influencing skills. Proficient in Microsoft office suit, mainly Excel and power point to an advanced level.

Behavioural Competencies: Calm and relaxed personality, conflict resolution, ability to think clearly under pressure, strong attention to detail, ability to follow up and ensure closure of cases.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.